A guide to complaints
Yorkshire Housing is committed to providing high standards of service across everything we do. We are always interested to see how we can do things better and listen to what you are telling us.
Please contact us if something goes wrong or if you are unhappy with our services. And also please tell us about the jobs we are good at too.
This guide to complaints describes how to make a complaint and the service standards you can expect from Yorkshire Housing.
What is a complaint?
What can I complain about?
You can complain about things like:
- delays in responding to your enquiries and requests
- failure to provide a service
- our standards of service
- dissatisfaction with our policy
- treatment by or attitude of a member of staff
- our failure to follow proper procedure.
What can’t I complain about?
Here are some things we can’t deal with through our complaints procedure.
- Routine first-time service request, for example reporting a problem that needs to be repaired or initial action on anti-social behaviour or requests for compensation
- Policies and procedures have a separate right of appeal, for example, insurance claims to a certain value
- Issues in court or have already been heard by a court or a tribunal
- An attempt to re-open a previously concluded complaint or to have a complaint reconsidered where we have given a final decision. If you are still not satisfied, you can ask the Ombudsman for an independent review of the complaint.
Who can complain?
Anyone can make a complaint, including a representative of someone who is
How do I complain?
You can complain to us by phone, in writing, email or by using our complaints form www.yorkshirehousing.co.uk/complaint
It is easier for us to resolve complaints if you make them quickly and directly. Please talk to the staff in the area you are complaining about. They will try to resolve any problems on the spot. Alternatively, you can contact the Customer Service Centre, on 0345 366 4404 who can support you to log your complaint between Monday to Friday 8am-6pm.
When complaining, please tell us, your personal details, as much as you can about the complaint, what has gone wrong and how you want to resolve the issue.
You must try and make your complaint within three months of:
- the event you want to complain about, or
- finding out you have a reason to complain, but no longer than 12 months after the event.
What happens when I have complained?
We will always tell you who is dealing with your complaint. There are two stages.
We aim to resolve complaints quickly and close to where we provided the service. This could be an on-the-spot apology and explanation if something has gone clearly wrong and action to resolve the problem. We will:
- Acknowledge your complaint within two working days
- Give you a decision within ten working days or less, unless there are exceptional circumstances
- Explain why if we can’t resolve your complaint at this stage
- Investigate your complaint further at stage two if you have further evidence things are still not right. If you are still dissatisfied, you will need to request this. You can do this immediately or within eight weeks after you receive an initial response.
We deal with those not resolved at stage one and also those which are complex and require a more detailed investigation. At this stage we will discuss your complaint to understand why you remain dissatisfied and the outcome you are looking for. We will:
- Acknowledge your complaint within two working days
- Talk to you to see why you remain dissatisfied and what outcome you would like
- Give you a full response to your complaint as soon as possible and within 20 working days
- Tell you, agree revised time limits and update you, if we take longer than 20 working days.
Unreasonable, intensive and vexatious complainants
Yorkshire Housing is committed to our values of Respect, Reliability and Enthusiasm. Sometimes a customer can act in a way a staff member might consider unacceptable. We expect all staff to be treated in a respectful manner. We will not tolerate behaviour which is deemed unacceptable, threatening, abusive or unreasonably persistent.
Staff will always take great care and have clear evidence before recommending action to be taken for unreasonable, intensive and vexatious complainants.
- Limiting the complainant to one medium of contact or with one named colleague;
- Time limits on the number and duration of contacts with colleagues per week or month;
- Refusing to register and process further complaints about the same matter;
- Apply a formal warning which may involve other policies e.g. Anti-Social behaviour or tenancy agreement terms.
Any of course of action will always be our last attempt after trying to resolve a situation. A Head of Service will always communicate actions to you in writing. All complainants’ have the right to speak to an independent body, such as the Housing Ombudsman or Care Quality Commission about any decisions we have made.
The complaints panel is made up of Customer Service Committee members. The panel will meet every six months to review complaints to support scrutiny and best practice.
Sometimes it may be necessary to involve the complaints panel (decided by the lead person) to review the proposed outcome for a stage two complaint.
The complaints panel would consist of at least three customer service committee members and would review the complaint with the business. If appropriate, the complainant could also be interviewed to help with the decision. Outcomes from the panel involvement will support the final stage two complaint decisions.
We are committed to making our services easy to use for all members of the community. In support of our statutory equality duties, we will always ensure reasonable changes are made to help customers access and use our services.
Compliments provide valuable positive customer feedback. It’s an important part of developing services and in maintaining staff morale and motivation. We will record and share compliments across the organisation to learn from best practice.